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InContact Announces Second Major Release Of Award-Winning Cloud Contact Center Software In 2013

SALT LAKE CITY, Sept. 16, 2013 /PRNewswire/ -- inContact (NASDAQ: SAAS), the leading provider of cloud contact center software and contact center agent optimization tools, today announced the market availability of the second major release  of its award-winning cloud contact center platform in 2013. The new cloud software release is designed to enhance personalized service experiences, delivering more 1-to-1 connections with customers while providing game-changing contact center effectiveness.


"As the cloud contact center leader, we are excited to deliver our second major software release in 2013, enabling our customers to stay on the cutting edge of customer service technology," said Paul Jarman, inContact CEO.  "Unlike legacy premise solutions that lock customers into an 18 month cadence of waiting for new features, inContact gives our customers the continuous innovation they need to address their most pressing contact center challenges."

Highlights of the latest inContact release include:

Personal Connection™ Outbound Solution: Customers NEVER Hear a Delay Again

Traditional legacy predictive dialers help agents to be more productive but at the expense of the customer's time and satisfaction. inContact's game-changing Personal Connection outbound solution uses patented technology to eliminate awkward delays in greeting the caller while allowing agents to make multiple predictive calls. 

Says inContact customer David May, of The Schumacher Group, "Choosing service quality over operational efficiency, or vice versa, is an unfortunate choice. inContact is rendering this choice, along with traditional dialer technology, completely obsolete.  Thanks to their new Personal Connection solution, call centers can increase efficiency and improve customer relationships."

Highlights of the Personal Connection outbound solution include:
  • Effectiveness: Agents are connected at the first hello, paving the way for better outcomes and higher conversion rates
  • Efficiency: Pacing engine algorithm maximizes efficiency and minimizes abandons, resulting in better list penetration and dramatically improved agent productivity
  • Simplicity: Simple to change and manage outbound calls and campaigns in the cloud
  • Compliant: Do Not Call List Management and Intelligent Call Suppression dispositions records found in the suppression database

New inContact Agent Console for Salesforce : Intuitive, Powerful and Fully Integrated and Never a Download

Native to the platform, the new inContact Agent Console for Salesforce takes a completely new approach to the agent experience.  In just 200x600 pixels embedded within the Salesforce application, inContact gives agents the power to visualize their call queues and service levels, manage interactions and disposition post call work – all without having to toggle between applications, saving time and enhancing agent satisfaction.  In addition, the inContact Universal Queue routes both calls and Salesforce cases directly to the agent, streamlining work flow and maximizing effectiveness. And with seamless screen pops of relevant customer data delivered automatically to the desktop, the agent can increase up sell and cross sell, improving both first call resolution and customer satisfaction.

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